Retention Specialist

Key Responsibilities:
•    Maintain and retain existing customers by building long lasting business relationships.
•    Effectively support the retention process when needed in both a sales and customer service capacity.
•    Respond to inbound calls and certified mail cancellations letters; contact appropriate departments if customer cannot be retained.
•    Perform contractual resign of agreements with existing customers.
•    Maintain an awareness of market behavior and competitive trends in a designated market to anticipate changing customer needs.
•    Negotiate with all customers to retain the relationship and associated revenue during pricing initiatives.
•    Maintain thorough knowledge of company’s available services per lines of business, pricing structures, and offer additional services specified by customer.
•    Increase company visibility through participation in company sponsored activities, trade shows, Chamber of Commerce events, and similar activities.
•    Partner with Customer Service and Operations department.
•    Perform site visits.
•    Responsible for an effective and collaborative hand off process from new account attainment to existing account development.
•    Responsible for creating and managing an account penetration plan that is in line with the company’s growth objectives.
•    Utilize Salesforce on a daily basis, scheduling and documenting all activities for new business opportunities.
•    Responsible for achieving and/or exceeding monthly retention and growth quota.
•    Assist accounts receivable with collection efforts and activities.
•    Performs other job-related duties as assigned.

Qualifications:
•    High School Diploma or GED.
•    Five (5) or more years’ experience of consultative sales or customer retention experience.
•    Microsoft Office experience.
•    Salesforce or other CRM experience.
•    Valid state-issued driver’s license.

Knowledge, Skills, & Abilities:
•    Ability to generate and manage leads, opportunities, and contract negotiations to close business.
•    Effective influential, selling, and closing skills.
•    Ability to read, write, and comprehend reports and associated documents.
•    Ability to understand and follow oral and written instructions.
•    Ability to prioritize workload and meet time sensitive deadlines.
•    Strong work ethic, demonstrating integrity, trust, and maintain confidentiality.
•    Strong interpersonal skills, including effective presentation and listening skills.
•    Demonstrate continuous effort to improve operation, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
•    Excellent analytical, attention to detail, and problem-solving skills.